A customer service organization wants to automate routine case resolution steps, such as categorizing cases and suggesting next steps, directly within the agent's working area. They also want to extend the automation with custom business logic that calls an external system. What should you configure?

Set up timeline summaries and use them to trigger workflows.

Enable the Case Management Agent and add a plug-in for the external system call.

Enable 'Ask a Question' and configure a knowledge source.

Configure a conversation summary and use its output to drive actions.

When configuring content filtering for the 'Ask a Question' feature, what is the administrator specifying?

Which time zone the feature uses for logging

Which agents are allowed to use the feature

Which languages are supported for questions

Which knowledge sources and record types Copilot can use to generate answers

In which scenario would the 'Conversation Summary' feature be most useful for an agent?

When sending a follow-up email to the customer

When calculating the customer's satisfaction score

When creating a new knowledge article based on the conversation

When taking over a conversation from another agent and needing a quick understanding of what has been discussed

A global support team uses 'Ask a Question' to find solutions. They have multiple knowledge bases: one in English, one in Spanish, and one that contains legacy content that is being decommissioned. The team wants to ensure that agents get answers from both active language KBs but not from the legacy KB. They also want to prioritize English results when both languages have relevant articles. What should you configure?

Use content filtering to include all three KBs and rely on the AI to ignore legacy content.

Add both active KBs as knowledge sources, use content filtering to exclude the legacy KB, and configure ranking to prioritize English.

Create a case summary that includes both language KBs and excludes legacy.

Add only the English KB as a source and exclude the Spanish KB.

Microsoft Certified:Dynamics 365 Customer Service Functional Consultant Associate

Domain 1Objective 4

Manage Agents and Copilot in Service Features MB-230 Practice Questions (Page 7)

Part of the Manage cases in Customer Service domain, which accounts for 51–55% of the MB-230 exam. Microsoft does not publish an official question count, but from its 100-minute exam (~40–65 total, ~20–36 in this domain), expect 4–7 from this objective — we provide 37 practice questions to prepare you well beyond it. (estimate)

37questions here

8free pages

10concepts

51–55%of the exam

Questions 31–35

31foundation · medium
Which of the following is a common knowledge source that can be integrated with Dynamics 365 Customer Service?
Select an answer first
32application · medium
A customer service organization wants to automate routine case resolution steps, such as categorizing cases and suggesting next steps, directly within the agent's working area. They also want to extend the automation with custom business logic that calls an external system. What should you configure?
Select an answer first
33foundation · medium
When configuring content filtering for the 'Ask a Question' feature, what is the administrator specifying?
Select an answer first
34foundation · medium
In which scenario would the 'Conversation Summary' feature be most useful for an agent?
Select an answer first
35expert · hard
A global support team uses 'Ask a Question' to find solutions. They have multiple knowledge bases: one in English, one in Spanish, and one that contains legacy content that is being decommissioned. The team wants to ensure that agents get answers from both active language KBs but not from the legacy KB. They also want to prioritize English results when both languages have relevant articles. What should you configure?
Select an answer first

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Manage Agents and Copilot in Service Features MB-230 Practice Questions (Page 7)

Questions 31–35

Which of the following is a common knowledge source that can be integrated with Dynamics 365 Customer Service?

When configuring content filtering for the 'Ask a Question' feature, what is the administrator specifying?

In which scenario would the 'Conversation Summary' feature be most useful for an agent?

Keep studying — Manage cases in Customer Service